Producing Supervisor - Collections
Description
By dedicating structured time to both production and leadership, this position strengthens operational efficiency, improves delinquency management, and enhances member experience. This position requires a strategic balance of frontline engagement and leadership responsibilities, with 25% of time dedicated to scheduled and blocked phone time.
Phone Time (25%)
- Engage in scheduled and blocked outbound/inbound calls to maintain firsthand insight into member interactions.
- Modelling best practices in communication and collections strategy.
- Maintain a call standard equivalent to the team’s goal, ensuring personal performance aligns with expectations set for the team.
Quality & Performance Oversight
- Conduct regular call reviews and account audits to ensure compliance and effectiveness.
- Deliver coaching and feedback sessions tailored to individual performance metrics.
- Monitor and manage delinquency trends, implementing corrective strategies as needed.
Employee Development
- Create and execute development plans for team members to foster growth and career progression.
- Identify training needs and provide ongoing support for skill enhancement.
Leadership & Communication
- Host team meetings and training sessions to ensure consistent messaging and alignment with company goals.
- Relay expectations clearly and hold employees accountable to performance and behavioral standards.
- Stay informed on industry trends, regulatory changes, and best practices to guide team strategy.
Knowledge, Skills, and Abilities:
- Proven experience in collections or call center leadership.
- Strong analytical skills and attention to detail.
- Excellent communication and interpersonal abilities.
- Ability to coach, mentor, and inspire a team.
- Familiarity with compliance standards and industry regulations.
Education and Experience:
- Four years Marine Credit Union Collections experience
- Experience with collection laws and regulations (e.g., FDCPA, state specific compliance)
- Familiarity with collection software, and Microsoft Office Suite
- Proven ability to manage individual performance, set goals, and implement process improvements
- High School Diploma or GED (minimum requirement).
Physical Requirements (with or without accommodation):
- Long periods of sitting will occur regularly.
- Occasional lifting and/or moving 15 lbs. or less.
- Use of a computer and telephone required.
- Occasional bending, stooping, or crouching may be required.
This job description is not a complete statement of all duties and responsibilities comprising this position.